Knowledge of IT operations and service delivery with the ability to manage critical situations independently while working in a traveling role. 

Ability to identify opportunities to improve employee experience consistently across sites. 

Strong computer hardware and software troubleshooting skills with a hands-on approach. 

Ability to work collaboratively within a team and act as a trusted regional support partner, providing guidance and best practices. 

Effectively communicate with and coordinate vendors during on-site visits, including escorting vendors within facilities and guiding required activities. 

Ability to engage, collaborate with, and influence functional teams to support customers and drive timely resolutions across regions. 

Certification with a major IT vendor on a desktop-related platform or technology is preferred. 

Required Skills & Technical Skills 

Ability to diagnose and resolve issues on PCs and supported third-party applications, engaging Corporate Infrastructure, Security, and functional teams as required. 

Ability to follow, update, edit, author, and review knowledge base (KB) articles to ensure consistent support and effective escalation to higher-tier teams. 

Hands-on support—and the ability to remotely guide local resources—for computer rooms, IDFs, MDFs, and physical IT equipment such as servers, switches, routers, and printers. 

PC and laptop installation, imaging, configuration, and break-fix support across multiple locations. 

Provide recommendations to Client Engineering and Device Management teams to enhance PC and laptop configurations based on regional trends and site feedback. 

MacOS request fulfillment and support across supported locations. 

Printer and scanner installation, configuration, and break-fix support; coordination with vendors for replacements and contract modifications. 

Phone and mobile device installation, configuration, and break-fix support. 

Provide Level 2/3 support for PCs, printers, scanners, and phones when issues cannot be resolved remotely by the Service Desk. 

ServiceNow queue ownership, including reviewing queues, self-assignment, ticket closure, KPI tracking, and membership management across sites. 

Mounting and unmounting hardware in data centers (switches, routers, servers, etc.) during site visits as required. 

Must be able to lift 15 lbs. on own and up to 50 lbs. with assistance. 

Perform IDF/MDF routine checks during site visits, maintain data center health checklists, and initiate resolution for issues identified. 

Lead medium-sized initiatives or workstreams impacting 50–100 customers across multiple locations, with limited managerial oversight. 

Identify operational or support tasks that improve service delivery and assist with implementation and execution. 

Perform software installations at PC and server levels. 

Identify process improvement opportunities through technology and workflow optimization, presenting solutions to functional teams and management. 

Build strong working relationships with functional teams and contribute to project planning, execution, and solution development across the region. 

Read, write, and speak the local language(s) required for the supported region.